We have just moved from anouther PSA product to Connectwise with Ticket Integration.
I have setup the twp way sync and the integration links each ticket and updates all information two way, which is great. But the issue is that multiple alerts get new tickets and are not merged automatically (like my old system).
An Example of this is below:
1. Kaseya Agent Offline alert if agent offline for 30 minutes and re-arm after 1 hour.
2, Ticket created and duplicated onto the Connectwise system :-)
3. 1 hour later new ticket created and new call created :-( - would like this to append to existing ticket
Please can anyone point me in the right direction ?
I think I need to be looking at the Kaseya system for this, and possibly the servicedesk module with workflows